15

Timer to stop counting outside business hours

With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...

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1 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
New
4

Correlation (track) email through case number in subject

There are a lot of tracking options and one of the common used methods is tracking emails with correlation combined with a tracking token. However, sending a first response email to a customer saying the case number is xyz and the tracking token of the mail is 123 is just confusing everybody. We ...

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0 Comments

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
Needs Votes